CCaaS Engineer

At Foundever, we are revolutionizing customer experience (CX) with cutting-edge digital solutions. As we grow, we are building a pioneering Digital Services organization, and we re looking for exceptional talent to join our Professional Services - CcaaS team. This is your chance to be part of a dynamic, forward-thinking team working on high-impact projects that drive innovation in the CCaaS space!

If you re passionate about end-to-end solution implementations, working with top-tier CX technology, and driving customer success, this role is for you! As a CCaaS PS Engineer, you will architect and perform solution implementations and ensure the success of our client projects from start to finish.

Solution Design

• Collaborate with clients to capture business and technical requirements
• Design scalable CCaas solution leveraging Architect / Visio, routing, and digital channels
• Develop IVR and bot workflows
• Define technical integration strategies (REST APIs, webhooks, middleware)

Implementation Configuration

• Configure CCaaS components such as routing, queues, skills, wrap codes, user profiles
• Build and optimize inbound/outbound voice, chat, email, and messaging flows
• Integrate external systems such as CRM, WFM or custom apps
• Develop and deploy custom scripts, data actions as needed

Programming Development

• Write and test code for integrations and automation, as needed
• Use OAuth2, API keys, and secure authentication for external system connectivity
• Create middleware components

Project Delivery

• Support project lifecycle - scoping, build, testing, and production deployment
• Collaborate with cross-functional teams including Project Management, Sales, BI, Operations, etc
• Provide technical documentation, user guides, and training as required

Optimization Support

• Conduct post-implementation reviews to enhance performance and efficiency
• Stay current with new CCaaS releases

• Be at the forefront of CX transformation, working with leading CCaaS technologies, specially Genesys delivery
• Work with global clients across the U.S. and EMEA, delivering cutting-edge solutions in a fast-paced, dynamic environment
• Collaborate with a talented team of experts in AI, automation, performance, and agent tools to deliver exceptional results
• Drive business success by managing multiple projects and clients simultaneously, with opportunities to showcase your leadership and problem-solving skills
• Grow professionally by working on complex, high-visibility projects while honing your technical, project management, and client relationship skills

• 3-7 years of strong expertise in Genesys/ CXone (other platforms are a plus)
• Experience in designing and deploying Omnichannel solutions (voice, chat, email, messaging)
• Understanding JSON, Web Services, and Middleware frameworks
• Excellent communication and interpersonal skills-able to run meetings and workshops, present confidently, and write functional specifications
• Strong organizational skills, especially in high-pressure environments, with the ability to manage multiple projects effectively
• A collaborative team player who can also work independently with minimal supervision
• Fluent in English, with other languages being a plus
• A proactive attitude, with a passion for learning and keeping up with the latest industry trends
• Microsoft Office Suite: Powerpoint, Excel, PowerBI, etc.
• Genesys Cloud Professional (GCP) required
• Strong hands-on experience with Genesys Cloud Architect, routing, and call flows
• Proficiency in APIs (REST/JSON), OAuth2, and integration design
• Experience with Javascript, Python for automation and API scripting
• Knowledge of Contact Center technologies - IVR, SIP trunking, telephony, ACD, WFM, and CRM integration
• Power Bi experience preferred

Foundever is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we re the team behind the best experiences for +800 of the world s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

#LI-MAM

#LI-Remote

#LI-India